We carried out a review of the data available to us about Preferred Care on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Preferred Care, you can give feedback on this service.
At the last inspection in March 2016 the service was rated Good. At this inspection we found the service remained Good. This inspection report is written in a shorter format because our overall rating of the service had not changed since our last inspection.
There was a registered manager in place who was also the owner. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
The owner/ registered manager was hands on and provided care for people with two staff members. During this inspection, people told us they felt safe using Preferred Care. When we discussed safeguarding people from abuse or poor practice with staff, we found they had a good knowledge about related procedures.
They had a system to monitor care packages to ensure people received support on time and as agreed. This enabled the registered manager/owner to monitor staffing levels against care delivery requirements.
Preferred Care had stocks of personal protective equipment such as gels and hygienic wipes. Staff said they could obtain the equipment whenever they needed it to maintain infection control when they supported people in their own homes.
Staff had received training to administer medicines for people. However at the time of the inspection people who received a service were responsible for their own medication requirements.
Staff had individual training programmes and they were updated to ensure they continued to develop their skills and knowledge.
The registered manager and staff if required made sure people's dietary and fluid intake was recorded and sufficient for good nutrition and encouraged them to eat when they visited.
People's healthcare needs continued to be carefully monitored and discussed with the person as part of the care planning process.
People were supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice.
The service had information with regards to support from an external advocate should this be required by people they supported.
Care plans were organised and had identified care and support people required. We found they were personalised and informative about care people received. They had been kept under review and updated when necessary. They reflected any risks and people’s changing needs.
We found by talking with people who used the agency saw there was an emphasis on promoting dignity, respect and independence for people. They told us they were treated as individuals and received person centred care. Comments from people who used the agency included, “They are kind sensitive and always respectful.” Another said, “All three of them are so lovely and caring, I am lucky to have them.”
People knew how to raise a concern or to make a complaint if they were unhappy with something.There was a transparent and open culture that encouraged people to express any ideas or concerns. A relative said, “I know the system to complain but never ever had to, it is a great service.”
The registered manager /owner sought people's views informally and formally and dealt with any issues of quality quickly and appropriately.
At the last inspection on 4 September 2013 the service was meeting the requirements of the regulations that were inspected at that time.
Preferred Care is managed from Bispham, Blackpool. Services are provided to support people to live independently in the community. The agency is a small service offering personal care and support to people living in North Lancashire. The agency specialises in supporting people who need intensive packages of care which require the support of two care staff.
At the time of our inspection visit Preferred Care provided services to three people. The maximum number of people the service would support when we inspected was five people.
There was a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People told us they had been visited by the registered manager before their support began and had a thorough assessment of their needs undertaken.
People we spoke with told us they felt safe. We spoke with two people who received support from Preferred Care. They told us they received safe and attentive care and they liked the staff who supported them. They said staff were punctual and conscientious.
There were procedures in place to protect people from abuse and unsafe care. Risk assessments were in place which provided guidance for staff. This minimised risks to people.
Staff knew the people they supported and provided a personalised service. People told us they were always supported by staff they knew and who were familiar with their needs and preferences.
Care plans were in place detailing how people wished to be supported. Consent was sought before care was provided and people were involved in making decisions about their care
Recruitment and selection was carried out safely with appropriate checks made before new staff could start working for the service. Staff had the skills, knowledge and experience needed to care for people.
Staff received regular training and were knowledgeable about their roles and responsibilities. They had the skills, knowledge and experience required to support people with their care and social needs.
Staff understood the requirements of the Mental Capacity Act (2005) and the Deprivation of Liberty Safeguards (DoLS). Although staff had not needed to make an application when we inspected
Staff made sure people’s dietary and fluid intake was sufficient for good nutrition and encouraged them to eat when they visited
People knew how to raise a concern or to make a complaint if they were unhappy with something.
There was a transparent and open culture that encouraged people to express any ideas or concerns. The registered manager sought people’s views and dealt with any issues of quality quickly and appropriately.
The service ensured that people were cared for in a supportive and dignified manner. One person told us, 'They take their time and they're very respectful towards me, but we can have a laugh'. A relative said, 'The best thing about the service is the staff's humour. It's wonderful for me to hear my husband laughing with the girls'.
Staffing levels appeared adequate with an appropriate skill mix to meet the needs of people using the service. People told us they felt safe when being supported. They were also confident that staff engaged with other services in a timely and appropriate manner.
Care plans and risk assessments were in-depth, signed and regularly reviewed. Preferred Care had a range of appropriate processes in place to monitor the quality of service provision.
A family member and a supporter of a person using the agency told us they had no problems with the staff that visited their family member and friend. We were told that the agency asked people for information about their needs. This was transferred into their care plans so staff had information about how they wanted their care and support to be provided. One relative said, 'The agency are really good and will discuss any problems with '. And do things his way. They ask '..for information and it's all written down for him to read. They are really friendly, yes friendly and thorough. They make sure he's ok. They keep his dignity in every way, shape or form. He's not embarrassed in anyway. I hear him having a laugh with them. I would pass on their details to anyone who needs home care'.
People told us they felt safe in their home and had arrangements in place for staff to gain entry and to keep their home secure when they left. A person said, 'We have a good balance and I know what's in the care plan as everything was discussed with me. I know who to contact and my care is very flexible so have no worries about my safety. When they leave they lock the door and close the curtains so I feel safe'.